Product Support Specialist

🔧 What You’ll DoEngage with customers via live chat and email, helping them troubleshoot issues, complete onboarding, and succeed with the product.Interact with e-commerce business owners globally, understand their workflows, and guide them in using the product effectively.Watch user session videos to identify product adoption roadblocks and suggest UI/UX improvements to the product team.Categorize and escalate technical issues or product requests to the relevant internal teams (Product, Engineering).Maintain clear communication logs and support documentation.Be a voice of the customer, advocating for their success and experience.👌 What Makes You a Great FitYou genuinely enjoy helping people and want to see them succeed.You treat support like a Michelin-star service experience, focused on precision, warmth, and follow-through.You’re curious, empathetic, and a strong communicator — especially in writing.You're comfortable engaging with people from diverse cultural and business backgrounds.You don’t mind watching session recordings to spot friction points — and suggesting improvements.🌐 Nice-to-Have Skills (Not Mandatory)Basic working knowledge of SQL, JavaScript, Postman, or web debugging/analytics tools.Prior experience in a SaaS startup, especially in a support, CX, or success role.